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Senior Customer Success Manager

CleverTap

CleverTap

Customer Service, Sales & Business Development
Mumbai, Maharashtra, India
Posted on Tuesday, June 11, 2024
About the Role:
You will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering and product adoption with the customer's system, retain and grow CleverTap business by effective customer success management.
What will you do:
- Drive the product adoption to help customer achieve their business outcomes and realize value (build Success Plans)
- Develop an intimate understanding of your customers’ businesses, conduct health checks
- Develop a network of champions within each account through education, coaching, and strong influencing skills
- Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
- Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
- Be an expert on trends and best practices for digital marketing and analytics
- Enlighten our customers with insights gleaned from their own data and industry trends
- Ensure customers get maximum value from CleverTap by leveraging full platform functionality
- Liaison between your customers and all the internal teams
- Handle customer concerns with confidence, putting them at ease.
What we are looking for:
Must Haves:
- Graduation- B.E (Computer Science)/ B.E(Information Technology)/ B.Sc (IT)
- 6+ years of experience as a Customer Success Manager, preference for marketing, agency, or consulting experience
- Strong technical aptitude. Can confidently project manage a technical project with many moving pieces
- Flexibility to travel across India
Good To Have:
- Experience in SaaS
- Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing
Measures of Success:
- NPS
- Retention rate
- Product adoption - breadth and depth.
Who will you report to: Customer Success Director
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high growth mobile technology space
- Innovate at scale, with learning opportunities
What is working at CleverTap like?
- Be a part of a global category creator - hyper growth B2B SaaS startup
- Work in a fast-paced, dynamic environment where your contribution matters
- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
- Accountability and driving outcomes is the key to success
- Your career here is limited by you and nothing else
- Teamwork trumps individual success
- You are passionate about experience technology and its impact on enabling growth
- Innovate at scale, with learning opportunities and having fun along the way!
About the Function:
Customer Success Management is a Life Time Value (LTV) relationship with customers. A customer success manager (CSM) is assigned to every customer from the day the contract with the customer starts. A CSM works with customers to ensure they're receiving the support needed to achieve their goals.
We are outcome driven and we run with heart while leading with our core values:
P : Act with First Principles
I : Take Initiative
L : Seek to Learn
O : Take Ownership of Outcomes
T : Help Achieve Together
S : Speak up then Commit
About CleverTap:
CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real-time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement.
The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.
CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, and Tesco.
Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in San Francisco, California, with presence in New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, Jakarta, and Ho Chi Minh.
For more information, visit clevertap.com or follow us on:
If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!